Accenture's fifth annual global e-government study

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Appendix—research methodologies Overall maturity By combining service maturity and customer relationship management, we were able to allocate a ranking to each country within the 22 countries sampled (overall maturity). We allocated a 70 percent weighting to service maturity and a 30 percent weighting to customer relationship management to reflect our focus on the evolution of electronic service delivery within the overall approach to managing interactions with citizens and businesses. Regular Internet users (percent of population) For each country, percentages were calculated using the total number of Internet users per country and the total population of the country. Internet users are defined as individuals who consistently use the Internet with access from work, school, home or multiple locations. Computer Economics, Internet Users Worldwide 2003 (November 2003) provided all statistics relating to the number of Internet users. Data is compiled from a variety of sources, including <strong>government</strong>al and Internet agencies, market-research organizations and Computer Economics’ own surveys and proprietary methodology. CIA Factbook (July 2003) supplied all statistics relating to population figures. Citizen research In addition to the base research described above, we also conducted quantitative research on citizens’ perceptions and practices related to eGovernment in 12 countries. This citizen survey is a new addition to our <strong>annual</strong> eGovernment Leadership report. The citizen survey was conducted by an independent market research company, Lansdowne Market Research (part of the Millward Brown Group), from January 5 through January 23, 2004. The 12 countries sampled were Australia, Belgium, Canada, France, Germany, Ireland, Italy, Singapore, Spain, Sweden, the United Kingdom and the United States. Four hundred regular Internet users were surveyed in each country (with the exception of the United States, where 600 regular Internet users were surveyed). 6 Regular Internet users were defined as individuals who used the Internet at least once a week from any location. Polls were conducted via telephone, using randomdigit dialing. Poll respondents in each country included Internet users only; the survey results do not represent a sample of the entire population of Internet users and nonusers alike. Once participants were identified as Internet users, they were then asked a series of 11 questions about their attitudes toward their countries’ eGovernment programs, their use of eGovernment and their interests in particular services. Qualitative background research We supplemented all of our research—for the overall findings as well as for the individual country reports—with information about the eGovernment environment in each of the 22 countries surveyed. Information obtained included the history, content and ownership of each country’s eGovernment program, any recent political and legal developments around eGovernment in that country, and details on the processes being used to implement it. This is the third year we have gathered information about the eGovernment environment in each of the countries surveyed. We have revisited the areas examined last year to measure any changes in policy or practice, as well as analyzed a number of additional areas reflecting a change in the eGovernment environment over the last 12 months. We have drawn on this background information throughout the research report. 6 Quotas were set to match the known profile of regular users in each country. 108
Key partner contacts Stephen Rohleder, stephen.j.rohleder@accenture.com, +1 (703) 947 1100 Vivienne Jupp, vivienne.jupp@accenture.com, +353 (1) 646 2001 Country Partner sponsor e-mail Australia Jack E. Percyjack.e.percy@accenture.com Belgium Jo G. Deblaere jo.g.deblaere@accenture.com Brazil Antonio C. M. Ramos antonio.c.m.ramos@accenture.com Canada Graeme Gordon graeme.gordon@accenture.com Denmark Jakob H. Kraglund jakob.h.kraglund@accenture.com Finland Elina Piispanen elina.piispanen@accenture.com France Antoine Brugidou antoine.brugidou@accenture.com GermanyHolger Bill holger.bill@accenture.com Ireland Ger Dalyger.daly@accenture.com ItalyAngelo Italiano angelo.italiano@accenture.com Japan Yasumasa Takeda yasumasa.takeda@accenture.com Malaysia Ghazali Darman ghazali.darman@accenture.com Mexico Rafael Rovira rafael.rovira@accenture.com The Netherlands Michel van Rosendaal michel.van.rosendaal@accenture.com NorwayRoyGronli roy.gronli@accenture.com Portugal Joao Antonio Tavares joao.antonio.tavares@accenture.com Singapore Chin Siong Seah chin.siong.seah@accenture.com South Africa Pierre L. Dalton pierre.l.dalton@accenture.com Spain Iñaki Leiva inaki.leiva@accenture.com Sweden Annika Thunberg annika.thunberg@accenture.com United Kingdom Peter Holmes peter.holmes@accenture.com United States Richard T. Wheeler richard.t.wheeler@accenture.com
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The Government Executive Series eGo
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Table of contents Foreword.........
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Executive summary This is the fifth
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These challenges will have to be ma
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For the fourth year in a row, the t
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Kingdom and the Netherlands share n
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The countries in the mid-range of m
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eGovernment for service transformat
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eports that electronic filing of re
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e-services; advertisements on radio
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Building integration from decentral
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out with the same level of technica
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The citizens’ view Most of govern
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preference for Internet contact, su
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them money. (As detailed in the “
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The citizens’ view However, conce
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The citizens’ view Overall, users
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The citizens’ view Future priorit
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Driving value through eGovernment A
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The Accenture Public Sector Value M
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Innovative practices in eGovernment
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Page 61: Accenture believes that service tra
Page 64 and 65: Australia 2004 Rank: 4 (joint) 2003
Page 66 and 67: Belgium 2004 Rank: 11 (joint) 2003
Page 68 and 69: Brazil 2004 Rank: 21 2003 Rank: 21
Page 70 and 71: Canada 2004 Rank: 1 2003 Rank: 1 20
Page 72 and 73: Denmark 2004 Rank: 4 (joint) 2003 R
Page 74 and 75: Finland 2004 Rank: 4 (joint) 2003 R
Page 76 and 77: France 2004 Rank: 8 2003 Rank: 12 2
Page 78 and 79: Germany 2004: 14 2003 Rank: 10 2002
Page 80 and 81: Ireland 2004 Rank: 11 (joint) 2003
Page 82 and 83: Italy 2004 Rank: 18 2003 Rank: 17 2
Page 84 and 85: Japan 2004 Rank: 11 (joint) 2003 Ra
Page 86 and 87: Malaysia 2004 Rank: 17 2003 Rank: 1
Page 88 and 89: Mexico 2004 Rank: 19 2003 Rank: 19
Page 90 and 91: The Netherlands 2004 Rank: 9 (joint
Page 92 and 93: Norway 2004 Rank: 15 (joint) 2003 R
Page 94 and 95: Portugal 2004 Rank: 20 2003 Rank: 2
Page 96 and 97: Singapore 2004 Rank: 2 (joint) 2003
Page 98 and 99: South Africa 2004 Rank: 22 2003 Ran
Page 100 and 101: Spain 2004 Rank: 15 (joint) 2003 Ra
Page 102 and 103: Sweden 2004 Rank: 4 (joint) 2003 Ra
Page 104 and 105: The United Kingdom 2004 Rank: 9 (jo
Page 106 and 107: The United States 2004 Rank: 2 (joi
Page 108 and 109: Appendix—research methodologies Q
Page 112: About Accenture Accenture is a glob
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Accenture's fifth annual global e-government study

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